Customer service

I've been trying to get answers out of takealot regarding my order done on Friday 29 Nov 2019. Where the Blue dot discount was not app****, and the full price was charged. Their response to my query was the following: "We do apologise for the inconvenience but the item was cancelled due to awaiting happening no funds showed on our side as well the original item was paid for cause it was ordered on the same day and the payment went successful on the original order." which I have no idea what they were trying to say as the amount has been paid to their account. I did relay to this message to find out what is the way forward with this enquiry by they have not responded.